Manpower is one asset in the call center sector that doesn't come with any assurances. You get some equipment and it will justify your investment. But you hire a telemarketing agent and invest in training, you can never be sure if the move will pay off! The attrition rate in BPO is so high that the hiring managers are having a tough time coping with the demand and supply of quality manpower. The primary source of employees for call center services is the employment of fresh graduates and under-grads as well. But the problem lies in the fact that these new recruits seldom take their jobs seriously. Money is more important for most of them. They are more eager to make a quick buck and quit the scene. While it may not be true in all cases, but surveys tell us that most of these youngsters treat telemarketing services as a stop-gap arrangement.
What can the BPO unit do here? The perfect solution would be to lean towards experienced customer service agents. Hire employees who have spent some time in the call center sector and know their jobs. If they have been in call center services for a while, it's obvious that they take their work seriously. It also gives off that they are interested in pursuing a career here and knows that they have to work hard for it. They are willing to go the extra mile for success in telemarketing services. Of all the possibilities, they may also be interested in sticking to a particular unit and make their way up the corporate ladder. These employees are generally not swayed by the lure of easy money. They look for stability in their career and that's the ideal employee that you are looking for.
The call center managers has to realize that hiring the right candidate is only the first step to stabilizing the workforce in a BPO. Once these new recruits come on board, you will have to make them feel comfortable. It doesn't mean that you give them lesser work to do! It's just that you have to make them belong to the telemarketing team. They need to feel that their work is serving a greater purpose. They will feel special only when they know that their call center services is making a significant difference. Job satisfaction continues to be the number one reason why employees choose to leave an organization. Making them feel that sense of belonging will keep them loyal to your call center. No matter what department they are working in, inbound call center or lead generation, if you are motivating them the right way, you are safe from another hiring excursion.
Monetary rewards go a long way in keeping call center agents pleased. You can arrange for incentives in the lead generation department. Encourage them to have healthy competitions between their peers so that they are always challenging themselves to give off their best. But keep a tab on this competition lest it dissolves into a toxic work atmosphere. That would be defeating the whole purpose.
We keep encouraging our call center agents through incentives and perks. Our BPO supervisors and team leaders are entrusted with the task of keeping them motivated.
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